Methods for automated access to shipping services

ABSTRACT

Systems and methods are disclosed for obtaining shipping services information over a network ( 110 ) by a telephone call center ( 130 ) receiving orders for merchandise. Instructions are received at the telephone call center ( 130 ), which permits the telephone call center ( 130 ) to access the shipping services information residing on a server ( 140 ). The telephone call center ( 130 ) generates a request for the shipping services information for shipment of the merchandise. The telephone call center ( 130 ) sends the request over the network ( 110 ) to the server ( 140 ) for the shipping services information. Thereafter, the server ( 140 ) sends the requested shipping services information to the telephone call center ( 130 ). The shipping service information may be in the format of a label, which may be attached to a package for shipment of the merchandise.

CROSS REFERENCE TO RELATED APPLICATION

[0001] This application claims priority from U.S. ProvisionalApplication Serial No. 60/230,871, filed Sep. 7, 2000, by StuartWilloughby and titled METHOD FOR AUTOMATED ACCESS TO SHIPPING SERVICES.This application is related to U.S. Provisional Application Ser No.60/227,903, filed Aug. 25, 2000, by Stuart Willoughby and titled SYSTEMSAND METHODS FOR APPLICATION PROGRAMMING INTERFACES FOR SHIPPINGSERVICES, and Copending U.S. patent application Ser. No. (Atty DocketNo. 08049.0785), filed Aug. 27, 2001, by Stuart Willoughby and titledSYSTEMS AND METHODS FOR APPLICATION PROGRAMMING INTERFACES FOR SHIPPINGSERVICES, the entire disclosure of each is expressly incorporated hereinby reference.

FIELD OF THE INVENTION

[0002] This invention relates to obtaining shipping services informationover a network by a telephone call center using application programminginterfaces (“API's” or “Web Tools API”) supplied by the United StatesPostal Service (“USPS”). A telephone call center receives orders formerchandise. The telephone call center requests shipping servicesinformation from a server for the shipment of the merchandise. Thetelephone call center receives the requested shipping servicesinformation from the server, and provides the shipping servicesinformation to an operator. The shipping services information may beprovided to the operator in the format of a label. The telephone callcenter may include a facility for printing the label. The label may beattached to the packaged merchandise for shipment.

BACKGROUND OF THE INVENTION

[0003] In the aforementioned U.S. Provisional Application Serial No.60/227,903 and copending U.S. patent application Ser. No. (Atty DocketNo. 08049.0785), methods are disclosed for providing an Internetcustomer with information relative to shipping services usingapplication programming interfaces (“API's”) supplied by the UnitedStates Postal Service (“USPS”). The API's are designed to provide accessto USPS shipping data and information over a network. The network ispreferably the Internet; however, any type of network known to thoseskilled in the art may be used.

[0004] The shipping services information to be transferred over thenetwork may include postal rates, international and domestic servicestandards, addressing information, shipping labels, merchandise returnlabels, delivery confirmation labels, courtesy reply labels, etc. All ofthis useful shipping information resides on one or more USPS servers.

[0005] Mail order retailers that use a telephone call center from whichoperators access a marketing database server while taking telephoneorders from a customer have a need for the information provided by theabove described API's but may not have the time for programmingresources to integrate them into their existing systems.

[0006] It is accordingly an object of an embodiment of the invention toprovide access to USPS shipping information to telephone call centers,such as mail order retailers that use a telephone call center to taketelephone orders from customers.

[0007] This is achieved by providing, to telephone call centers,software that is integrated with the API's. For convenience the softwarewill be referred to as “the shipping assistant.” The shipping assistantmay be installed on a computer for use by a telephone operator foraccessing servers having USPS shipping information. The servers mayinclude, for example, one or more USPS servers. The shipping assistantmay be written in any programming language or tool known to thoseskilled in the art, for example, C, C++, visual basic, HyperText MarkupLanguage (“HTML”), Extensible Markup Language (“XML”), etc.

SUMMARY OF THE INVENTION

[0008] In accordance with an embodiment of the invention, systems andmethods are disclosed for obtaining shipping services information over anetwork by a telephone call center receiving orders for merchandise.Instructions are received at the telephone call center, which permitsthe telephone call center to access the shipping services informationresiding on a server. The telephone call center generates a request forthe shipping services information on the server for shipment of themerchandise. The telephone call center sends the request for theshipping services information to the server. Thereafter, the telephonecall center receives the requested shipping services information fromthe server. The telephone call center provides the shipping servicesinformation to an operator at the telephone call center.

[0009] In accordance with another embodiment of the invention, systemsand methods are disclosed for obtaining shipping services informationover a network by a mail center, wherein the shipping servicesinformation is in the format of a label and includes postage thereon.Instructions are received at the mail center for accessing the shippingservices information residing on a server; the mail center generates arequest at the mail center for the shipping services information; sendsthe request for the shipping services information to the server over thenetwork; receives at the mail center the requested shipping servicesinformation from the server over the network; and provides the shippingservices information by the mail center to a customer.

[0010] It is to be understood that both the foregoing generaldescription and the following detailed description are exemplary andexplanatory only and are not restrictive of the invention, as claimed.

[0011] The accompanying drawings, which are incorporated in andconstitute a part of this specification, illustrate one embodiment ofthe invention and together with the description, serve to explain theprinciples of the invention.

BRIEF DESCRIPTION OF THE DRAWINGS

[0012]FIG. 1 is a schematic illustration of a system incorporating anembodiment of the invention through a telephone call system.

[0013]FIG. 2 is a block diagram of a call center system consistent withthe present invention.

[0014]FIG. 3 is a flowchart showing a method for obtaining shippingservices information over a network.

[0015]FIG. 4 is a diagram of a user interface for logging into theshipping assistant;

[0016] FIGS. 5-21 illustrate a series of user interfaces to which atelephone call center operator employed by a telephone retail outlet mayaccess while taking an order from a customer using the method of thepresent invention. In particular,

[0017]FIG. 5 is a diagram of a user interface for accessing trackingand/or shipping confirmation information;

[0018]FIG. 6 is a diagram of a completed user interface for accessingtracking and/or shipping confirmation information;

[0019]FIG. 7 is a diagram of a user interface for accessing addresschecking information;

[0020]FIG. 8 is a diagram of a user interface for accessing domesticrates information;

[0021]FIG. 9 is a diagram of a user interface for a domestic ratesrestriction list;

[0022]FIG. 10 is a diagram of a user interface for accessinginternational rates information;

[0023]FIG. 11 is a diagram of a user interface for international rates,the user interface having a conditions of mailing list;

[0024]FIG. 12 is a diagram of a user interface for accessing servicestandards information;

[0025]FIG. 13 is a diagram of a service standards user interface showinga service standards response.

[0026]FIG. 14 is a diagram of a user interface for accessing shippinglabel information;

[0027]FIG. 15 is a diagram of a user interface for e-mailing a deliveryconfirmation number to a sender and recipient of a mail item;

[0028]FIG. 16 is a diagram of a user interface for accessing deliveryconfirmation information;

[0029]FIG. 17 is a diagram of a user interface for accessing merchandisereturn information;

[0030]FIG. 18 is a diagram of a user interface for e-mailing amerchandise return label to a sender of a mail item;

[0031]FIG. 19 is a diagram of a user interface for displaying amerchandise return label;

[0032]FIG. 20 is a diagram of a user interface for accessing courtesyreply information; and

[0033]FIG. 21 is a diagram of a user interface for displaying a courtesyreply label.

[0034]FIG. 22 is a schematic illustration of a system incorporating anembodiment of the invention through a back office mail center system.

[0035]FIG. 23 is a flowchart showing a method for obtaining shippingservices information over a network by a back office mail center system.

DESCRIPTION OF THE EMBODIMENTS

[0036] Reference will now be made in detail to the exemplary embodimentsof the invention, an example of which is illustrated in the accompanyingdrawings. Wherever possible, the same reference numbers will be usedthroughout the drawings to refer to the same or like parts.

[0037] In accordance with the present invention, and as shown in FIG. 1,a retail/mail order telephone call center is represented by a mail ordersystem 130 attended by an operator 120 accessible by a customer 100 viaa telephone. Although only one call center system 130 is shown, it isintended as representative of a plurality of such systems, each with anoperator 120 who has access to customers 100 by telephone. Each suchcall center system 130 is loaded with shipping assistant softwaresupplied on an external storage medium, such as a compact disc (“CD”),floppy disk, etc.

[0038] The CD includes software and data, which allows call centersystem 130 to access the various services provided by the USPS over anetwork 110, including access to the shipping services informationresiding on one or more servers 140, such as the USPS Web Tools APIserver (“Web Tools API server”). USPS Web Tools API server 140 isdescribed in detail in the aforementioned U.S. Provisional ApplicationSer No. 60/227,903 and copending U.S. patent application Ser. No. (AttyDocket No. 08049.0785). The CD also may include initialization routines,which install the shipping assistant software and data with a minimalamount of operator 120 interaction. Thus, the entire contents of the CDprovides the ability for a call center system 130 to access the USPSshipping services information without having to write custom software.

[0039] Call center system 130 is connected to Web Tools API server 140via network 110, so that shipping services information corresponding tothe user interfaces shown in FIGS. 5-21 of the drawings is instantlyavailable to an operator 120. Network 110 may include, for example, aLocal Area Network (LAN), a Wide Area Network (WAN), a wireless network,the Internet, an intranet, and/or any other network or communicationmedium known to one of ordinary skill in the relevant art.Communications between call center system 130 and Web Tools API server140 or e-commerce server 150 may take place over network 110 through asecure sockets layer (“SSL”) protocol or secure HyperText TransferProtocol (“S-HTTP”).

[0040] Operator 120 may provide the shipping services information to anelectronic commerce (“e-commerce”) entity at an e-commerce server 150.E-commerce entities may include, for example, multi-carriers, electronicretailers, electronic shopping malls, auction houses, or third partyvendors that buy in broker services over a network.

[0041]FIG. 2 is a block diagram of a call center system 130 consistentwith the present invention. Call center system 130 may include aprocessor 200, which connects over bus 210 to a memory 220, a secondarystorage 230, a network interface component 240, and an input/outputinterface component 250. Memory 220 may include a shipping assistantcomponent 275 and an operating system 280.

[0042] Operation of call center system 130 is generally controlled andcoordinated by operating system 280. Operating system 280 controlsallocation of system resources and performs tasks, such as memorymanagement, process scheduling, networking, and services, among otherthings.

[0043] Secondary storage 230 may include a computer-readable medium,such as a hard disk drive, a compact disc (“CD”) drive, or a read/writeCD drive. From the CD drive or the read/write CD drive, software anddata may be loaded onto the disk drive, which may then be copied intomemory 220. Similarly, software and data in memory 220 may be copiedonto the hard disk drive, which may then be loaded onto a read/write CDdrive.

[0044] Network interface component 240 may include hardware and softwarefor sending and receiving data over network 110. Input/Output interfacecomponent 250 may include one or more of, for example, a keyboard, apointing device, a keypad, a display unit, or a printing device.

[0045]FIG. 3 is a flowchart showing a method for obtaining shippingservices information over a network. An operator 120 receives an orderfor merchandise from a customer 100. Operator 120 may access a callcenter system 130 to log into a shipping assistant component 275. Onceoperator 120 is logged into shipping assistant component 275, she maysend to shipping assistant component 275 a request for shipping servicesinformation relative to shipment of the merchandise order. As shown inFIG. 3, shipping assistant component 275 receives the request fromoperator 120 for the shipping services information (stage 310).

[0046] Shipping assistant component 275 generates a XML request for theshipping services information (stage 320). Shipping assistant component275 may make a network connection to Web Tools API Server 140 (stage330). Next, shipping assistant component 275 sends the XML request toWeb Tools API server 140 through network 110 (stage 340). Web Tools APIserver 140 receives the XML request, generates a XML response to therequest, and sends the XML response over the network to call centersystem 130. The XML response includes the requested shipping servicesinformation.

[0047] Preferably the requests and responses are implemented inExtensible Markup Language (“XML”); however, they are not limited tolanguage and could be written in any programming language known to thoseskilled in the art. The format of the XML requests and responses aredescribed in detail in the aforementioned U.S. Provisional ApplicationSer No. 60/227,903 and copending U.S. patent application Ser. No. (AttyDocket No. 08049.0785).

[0048] Shipping assistant component 275 receives the XML response (stage350). Thereafter, shipping assistant component 275 extracts the shippingservices information from the XML response (stage 360). Thereafter,shipping assistant component 275 may provide the shipping servicesinformation to operator 120 by, for example, displaying the shippingservices information to operator 120 through a browser or user interface(stage 370).

[0049] The shipping services information may be in the format, forexample, of a label. The label may be printed on a printer and appliedto a package. Thereafter, the package may be placed into a mail streamfor delivery to the recipient specified in the label. The mail streammay include, for example, the mail stream provided by the USPS.

[0050] Operator 120 may provide the shipping services information to thecustomer 100. Alternatively, operator 120 may provide the shippingservices information to an e-commerce entity at an e-commerce server150.

[0051]FIG. 4 is a diagram of a user interface for logging into theshipping assistant. An operator 120 may access a call center system 130to log into a shipping assistant component 275. Shipping assistantcomponent 275 may retrieve network information that was supplied duringinstallation of the shipping assistant component 275 on call centersystem 103 for connecting to a Web Tools API server 140. Shippingassistant component 275 may display the network information in a log-inuser interface 400 shown in FIG. 4. The network information may bedisplayed in fields http address 405, http port 410, proxy server 415,and proxy port 420. In addition, shipping assistant component 275 mayretrieve operator information that was supplied during installation ofthe shipping assistant component 275 on call center system 130 forconnecting to Web Tools API server 140. Shipping assistant component 275may display the operator information in fields username 425, output path435, default printer 440, company name 445, and company e-mail 450.Operator 120 may supply an API password 430. Alternatively, operator 120may supply information for any of the fields.

[0052] Thereafter, operator 120 clicks the continue button 455 to loginto shipping assistant component 275. Shipping assistant component 275retrieves the information from the user interface and verifies whetheroperator 120 is allowed to access the shipping services informationbased on the retrieved information. If the operator 120 is not allowedto access the shipping services information (i.e., not a valid user),shipping assistant component 275 sends a message to operator 120indicating the error condition. Otherwise, shipping assistant component275 may display to operator 120 one or more of the user interfaces shownin FIGS. 5-19.

[0053]FIG. 5 is a diagram of a user interface for accessing trackingand/or shipping confirmation information. An operator 120 may receive atelephone call from a customer 100 requesting tracking information abouta merchandise order that has been placed in a mail stream. As shown inFIG. 5, operator 120 may access a track/confirm user interface 500 byclicking tab 505. Customer 100 supplies to operator 120 a tracking idthat is associated with the merchandise order. Operator 120 may inputthe tracking id into a tracking id field 555 and click an add button 560to add the tracking id to a list of tracking id's for which statusinformation is requested. Operator 120 may then click a submit button565. Shipping assistant component 275 may display a status of processingof the request in a processing field 570. Thereafter shipping assistantcomponent 275 generates a XML request for the tracking information forthe given tracking id's and sends the XML request to a Web Tools APIserver 140 through network 110. Web Tools API server 140 retrieves therequested information and sends it in a XML response to shippingassistant component 275 at call center system 130. Shipping assistantcomponent 275 may display the tracking information to operator 120 in aresponse track/confirm information field 550 as shown in FIG. 6.Operator 120 may provide the information to customer 100.

[0054]FIG. 7 is a diagram of a user interface for accessing addresschecking information. An operator 120 may receive a telephone call froma customer 100 for a purchase of merchandise that is to be mailed to arecipient, but customer 100 only knows partial information about therecipient's address. For example, customer 100 does not know therecipient's ZIP code.

[0055] Operator 120 may access an address checking user interface 500 byclicking tab 510. Customer 100 may provide to operator 120 a city andstate of the recipients address. As shown in FIG. 7, operator 120 mayinput into user interface 500 the city 625 and state 630 of therecipient's address. Operator 120 may then click a submit button 565.Thereafter shipping assistant component 275 generates a XML request forthe ZIP code information and sends the XML request to a Web Tools APIserver 140 through network 110. Web Tools API server 140 retrieves therequested information and sends it in a XML response to shippingassistant component 275 at call center system 130. Shipping assistantcomponent 275 may display the five digit ZIP code in the ZIP code field640 and the four digit ZIP+4 code in the ZIP+4 field 650. Then operator120 may provide the ZIP code information to the customer 100.

[0056] In an alternate example, operator 120 receives a request from acustomer 100 to verify a recipient's address for a merchandise order,the request includes the recipients name and address. Operator 120accesses an address checking user interface 500 by clicking tab 510. Asshown in FIG. 7, the operator 120 may input into user interface 500 therecipient's name 605, address 620, city 625, state 630, and ZIP code 640information. Operator 120 then clicks the submit button 565. Thereaftershipping assistant component 275 generates a XML request based on theinformation from user interface 500. Next, shipping assistant component275 sends the XML request to a Web Tools API server 140 through network110. Web Tools API server 140 determines whether the address informationis valid and sends a XML response to the shipping assistant component275 at call center system 130. Shipping assistant component 275 createsa response, based on the XML response, indicating whether the address isvalid. Then, shipping assistant component 275 displays the response tooperator 120. Operator 120 may provide the response to customer 100.

[0057]FIG. 8 is a diagram of a user interface for accessing domesticrates information. An operator 120 may receive a telephone call from acustomer 100 for a purchase of merchandise that is to be mailed to arecipient within the United States. Operator 120 may use informationprovided by customer 100 to request a domestic rate for shipping themerchandise to the recipient. As shown in FIG. 8, operator 120 mayaccess a domestic rates user interface 500 by clicking tab 515. Operator120 may input information relevant to shipping the packaged merchandise,such as a shipping service type 705, which specifies the type ofdelivery service to use in shipping the packaged merchandise. Inaddition, operator 120 may input the weight of the packaged merchandisein pounds 725 and ounces 730, information about the ZIP code of thesender 710 and recipient 715, and zone 720. Operator 120 may also inputinformation about the size of the packaged merchandise 745, and may thenclick a submit button 565.

[0058] Thereafter, shipping assistant component 275 generates a XMLrequest for the domestic rate information and sends the XML request toWeb Tools API server 140 through network 110. Web Tools API server 140retrieves the requested information and sends it in a XML response toshipping assistant component 275 at call center system 130. Shippingassistant component 275 may display the domestic rate in a postage ratefield 750 as shown in FIG. 9.

[0059] Optionally, operator 120 may click a display restrictions button740 to display restrictions on domestic shipping. For example, therestrictions are shown in FIG. 9 in a restrictions list 760.

[0060]FIG. 10 is a diagram of a user interface for accessinginternational rates information. An operator 120 may receive a telephonecall from a customer 100 for a purchase that is to be mailed to arecipient at an international location. Operator 120 may use informationprovided by customer 100 to request an international rate for shippingthe merchandise to the recipient. As shown in FIG. 10, operator 120 mayaccess an international rates user interface 500 by clicking tab 520.Operator 120 inputs information relevant to shipping the packagedmerchandise, such as a destination country 805, and a package type 810.The package type 810 specifies the type of package to be shipped. Thepackage type may include, for example, an envelope, package, postcard,etc. In addition, operator 120 may input the weight of the packagedmerchandise in pounds 820 and ounces 825. Operator 120 may then click asubmit button 565.

[0061] Thereafter shipping assistant component 275 generates a XMLrequest for the international rate information and sends the XML requestto Web Tools API server 140 through network 110. Tools API server 140retrieves the requested information and sends it in a XML response toshipping assistant component 275 at call center system 130. Shippingassistant component 275 may display the international rate in a serviceresponse field 815.

[0062] Optionally, operator 120 may click a display conditions ofmailing button 830 to display conditions on mailing the packagedmerchandise. For example, the user interface for the conditions onmailing 840 is shown in FIG. 11. As shown in FIG. 11, the operator 120may click a prohibitions button 845, which displays the prohibitions ina list field 875. Alternatively, operator 120 may click a restrictionsbutton 850, which displays the restrictions in the list field 875.

[0063]FIG. 12 is a diagram of a user interface for accessing servicestandards information. An operator 120 may receive a telephone call froma customer 100 for merchandise that is to be mailed to a recipient viaexpress mail. Customer 100 desires to know a time in which to expectdelivery of the merchandise. Operator 120 may use information providedby customer 100 to request a service standard for shipping themerchandise to the recipient.

[0064] As shown in FIG. 12, operator 120 may access a service standardsuser interface 500 by clicking tab 525. Operator 120 may inputinformation relevant to a commitment on the delivery of the merchandise,such as a shipping service type 900, which specifies the type ofdelivery service to use in shipping the packaged merchandise. Inaddition, operator 120 may input information about the ZIP code of thesender 910 and the recipient 920. Operator 120 may then click a submitbutton 565.

[0065] Thereafter, shipping assistant component 275 generates a XMLrequest for the shipping standards information and sends the XML requestto Web Tools API server 140 through network 110. Web Tools API server140 retrieves the requested information and sends it in a XML responseto the shipping assistant at the call center system 130. As shown inFIG. 13 shipping assistant component 275 may display the servicestandard for shipping during the weekday in field 940 and the standardfor shipping during the weekend in field 950. Operator 120 may thenprovide the service standards to customer 100.

[0066]FIG. 14 is a diagram of a user interface for accessing shippinglabel information. An operator 120 may receive a telephone call from acustomer 100 for a shipping label, which is to be attached to a packagecontaining merchandise that is to be mailed to a recipient. Operator 120may access a shipping label user interface 500 by clicking tab 530 torequest a shipping label, for example, a delivery confirmation label.Operator 120 receives information from the customer 100 about the senderand/or recipient of the merchandise, shipping service type, andinformation about the package, such as the weight of the packagedmerchandise.

[0067] As shown in FIG. 14, operator 120 inputs information about thesender in the from fields 1005 and information about the recipient inthe to fields 1010. In addition, operator 120 supplies the weight of thepackage 1045, and a service type 1060. Operator 120 may select an imagetype 1055, label date 1050, and check an e-mail field 1070, whichindicates whether to e-mail a delivery confirmation number to the senderand recipient of the merchandise. The delivery confirmation numberprovides for tracking the merchandise in a mail stream. Operator 120 maythen click a submit button 565. Thereafter shipping assistant component275 generates a XML request for the delivery confirmation label andsends the XML request to Web Tools API server 140 through network 110.

[0068] Web Tools API server 140 retrieves the requested information,generates the requested delivery confirmation label with a correspondingdelivery confirmation number, and sends the delivery confirmation labeland delivery confirmation number in a XML response to shipping assistantcomponent 275 at call center system 130.

[0069] Shipping assistant component 275 may display the deliveryconfirmation number in the response field 1065 and provide the deliveryconfirmation label to operator 120. Then, operator 120 may provide thedelivery confirmation label and delivery confirmation number to customer100. The delivery confirmation label may be provided to customer 100using any known delivery method. For example, the delivery confirmationlabel may be faxed to customer 100, e-mailed to customer 100, or printedat the telephone call center and mailed to customer 100. Alternatively,the delivery confirmation label may be sent to an e-commerce entity atan e-commerce server 150 for shipping the merchandise to the recipient.The delivery confirmation label may be attached to a package, along withany required postage, if any, and the package may be placed into themail stream for delivery to the recipient specified on the deliveryconfirmation label.

[0070] If operator 120 checked the e-mail field 1070, the user interfacefor e-mail delivery confirmation number shown in FIG. 15 may bedisplayed to operator 120. Operator 120 may enter the name 1086 ande-mail address 1087 of the sender and name 1089 and e-mail address 1090of the recipient and click an “OK” button 1092 to submit the informationto shipping assistant component 275. Thereafter, shipping assistantcomponent 275 sends an e-mail notification to the sender and recipientof the merchandise notifying both of the delivery confirmation number.The delivery confirmation number may be used to track the deliverystatus of the merchandise.

[0071] One example of a delivery confirmation label is shown in FIG. 16.As shown in FIG. 16, a delivery confirmation label 1094 may include adelivery confirmation bar code 1095, a delivery confirmation number1096, the name and address of a sender 1097, and the name and address ofa recipient 1098. The delivery confirmation label 1094 may include alocation for the placement of postage 1099 or optionally, an indicationof pre-paid postage.

[0072] The delivery confirmation barcode allows a sender and a recipientof a Priority Mail® or a Package Services mail item to obtain deliveryconfirmation information about the package's delivery based on thedelivery confirmation number. As the package travels through a mailstream such as that provided by the USPS, the delivery confirmationbarcode is scanned and the scanned information is stored in one or moretracking databases. Upon delivery of the package, the deliveryconfirmation barcode is scanned again, and the scanned information isstored in one or more tracking databases.

[0073]FIG. 17 is a diagram of a user interface for accessing merchandisereturn information. The merchandise return user interface 500 may beused to request a merchandise return label from Web Tools API server140. The merchandise return label may be attached to a package, and thepackage may be placed into the mail stream for return of merchandise tothe recipient specified on the merchandise return label. For purpose ofthis example, the recipient is a retailer and may include an e-commerceentity at an e-commerce server 150. An operator 120 may receive atelephone call from a customer 100 for a merchandise return label toreturn merchandise to a recipient. Operator 120 may access a merchandisereturn user interface 500 by clicking tab 535, to request a merchandisereturn label for returning the merchandise to the recipient.

[0074] Operator 120 receives information from the customer 100 andenters it into the fields of the user interface 500. The information mayinclude, for example, information about the sender 1105 and therecipient 1115, shipping service type 1150, and information about thepackage, such as the weight of the packaged merchandise 1132 and areturn authorization number 1145. The return authorization number mayinclude, for example, a return materials authorization (“RMA”). Inaddition, the information may include a mailing acknowledgementidentification number 1142. The RMA and mailing acknowledgementidentification number are described in detail in the aforementioned U.S.Provisional Application Serial No. 60/227,903 and copending U.S. patentapplication Ser. No. (Atty Docket No. 08049.0785). Further, operator 120may click a delivery confirmation checkbox 1130 to include a deliveryconfirmation barcode in the merchandise return label, and may click ane-mail merchandise return label checkbox 1135 to specify whether themerchandise return label is to be emailed to the sender.

[0075] Operator 120 may then click a submit button 565. Thereaftershipping assistant component 275 generates a XML request for themerchandise return label and sends the XML request to Web Tools APIserver 140 through network 110. Web Tools API server 140 retrieves therequested information, generates the requested merchandise return labeland sends the merchandise return label in a XML response to shippingassistant component 275 at call center system 130. Shipping assistantcomponent 275 may display a delivery confirmation number in the responsefield 1165 and information regarding the cost of insurance 1162 for themerchandise. In addition, shipping assistant component 275 may displaythe shipping label to operator 120 as shown in FIG. 19. Operator 120 maysend the merchandise return label 1170 to customer 100 using any knowndelivery method. For example, the merchandise return label may be faxedto customer 100, e-mailed to customer 100, or printed at the telephonecall center and mailed to customer 100. The merchandise return label maythen be applied to a package containing the merchandise. The package maythen be placed into the mail stream for delivery to the recipient. Themerchandise return label 1170 is described in detail in theaforementioned U.S. Provisional Application Ser No. 60/227,903 andcopending U.S. patent application Ser. No. (Atty Docket No. 08049.0785).

[0076] If operator 120 checked the e-mail merchandise return labelcheckbox 1135, the e-mail merchandise return label user interface 500shown in FIG. 18 may be displayed to operator 120. Operator 120 mayenter the name 1176 and e-mail address 1177 of the sender and name 1179and e-mail address 1180 of the retailer, and click an “OK” button 1185to submit the information to shipping assistant component 275. Shippingassistant component 275 sends the merchandise return label to the sendervia e-mail and sends an e-mail notification to the retailer of themerchandise notifying the retailer that a merchandise return label wassent to the sender.

[0077]FIG. 20 is a diagram of a user interface for accessing courtesyreply information. The courtesy reply user interface 500 may be used torequest a courtesy reply label from Web Tools API server 140. Thecourtesy reply label may be attached to a package, postage may beapplied to the package, and the package may be placed into the mailstream for return of the merchandise to the recipient specified on thecourtesy reply label. For purpose of this example, the recipient is aretailer. The courtesy reply label is described in detail in theaforementioned U.S. Provisional Application Ser No. 60/227,903 andcopending U.S. patent application Ser. No. (Atty Docket No. 08049.0785).

[0078] An operator 120 may receive a telephone request for a courtesyreply label from a customer 100 who desires to return merchandise to aretailer. As shown in FIG. 18, operator 120 may access a courtesy replyuser interface 500 by clicking tab 540. Operator 120 inputs informationabout the sender in the from fields 1205 of the courtesy reply userinterface 500 and information about the retailer in the to fields 1250.Operator 120 may select an image type 1285, and provide any customercomments or an RMA number 1245. Operator 120 may then click a submitbutton 565. Thereafter shipping assistant component 275 generates a XMLrequest for the courtesy reply label and sends the XML request to WebTools API server 140 through network 1 10. Web Tools API server 140retrieves the requested information, generates the requested courtesyreply label, and sends the courtesy reply label in a XML response toshipping assistant component 275 at call center system 130. Shippingassistant component 275 may display the courtesy reply label to operator120 as shown in FIG. 19. Operator 120 may provide the courtesy replylabel to customer 100 using any known delivery method. For example, thecourtesy reply label may be faxed to customer 100, e-mailed to customer100, or printed at the telephone call center and mailed to customer 100.

[0079] One example of a courtesy reply label is shown in FIG. 21. Asshown in FIG. 21, a courtesy reply label 1290 may include an RMA number1292, the name and address of a sender 1293, and the name and address ofa retailer 1294. The courtesy reply label 1290 may include a locationfor the placement of postage 1295. The courtesy reply label 1290 mayalso include a delivery confirmation barcode.

[0080]FIG. 22 is a schematic illustration of a system incorporating anembodiment of the invention through a back office mail center system. Inaccordance with the present invention. As shown in FIG. 22, a backoffice mail center system 130 may be connected to one or more customersystems 120 and a Web Tools API server 140 through a network 110. Backoffice mail center system 130 is loaded with shipping assistantcomponent 275 software supplied on an external storage medium, such as acompact disc (“CD”), floppy disk, etc.

[0081] Back office mail center system 130 is connected to Web Tools APIserver 140 via network 110, so that it may access shipping servicesinformation corresponding to the user interfaces shown in FIGS. 5-21,and described in detail above. Network 110 may include, for example, aLocal Area Network (LAN), a Wide Area Network (WAN), a wireless network,the Internet, an intranet, and/or any other network or communicationmedium known to one of ordinary skill in the relevant art.Communications between back office mail center system 130, customersystems 120, and Web Tools API server 140, may take place over network110 through a secure sockets layer (“SSL”) protocol or secure HyperTextTransfer Protocol (“S-HTTP”). Back office mail center system 130includes the system configuration shown in FIG. 2, and described abovein the description of FIG. 2.

[0082]FIG. 23 is a flowchart showing a method for obtaining shippingservices information over a network by a back office mail center system.A back office mail center system 130 receives a request from a customer120 for shipping services information (stage 1310). Back office mailcenter system 130 calls a shipping assistant component 275 to processthe request. Shipping assistant component 275 generates a XML requestfor the shipping services information (stage 1320). Shipping assistantcomponent 275 may make a network connection to Web Tools API Server 140(stage 1330). Next, shipping assistant component 275 sends the XMLrequest to Web Tools API server 140 through network 110 (stage 1340).Web Tools API server 140 receives the XML request, generates a XMLresponse to the request, and sends the XML response over the network toback office mail center system 130. The XML response includes therequested shipping services information.

[0083] Shipping assistant component 275 receives the XML response (stage1350). Thereafter, shipping assistant component 275 extracts theshipping services information from the XML response (stage 1360).Thereafter, shipping assistant component 275 may provide the shippingservices information to customer 120 by, for example, sending theshipping services information to customer 120 through network 110 (stage1370). Alternatively, the shipping services information may be providedto customer 120 using any other known delivery method, such as fax,e-mail, physical (regular) mail, etc.

[0084] The shipping services information may be in the format, forexample, of a label. The label may be printed on a printer and appliedto a package. Thereafter, the package may be placed into a mail streamfor delivery to the recipient specified in the label.

[0085] Other embodiments of the invention will be apparent to thoseskilled in the art from consideration of the specification and practiceof the invention disclosed herein. It is intended that the specificationand examples be considered as exemplary only, with a true scope andspirit of the invention being indicated by the following claims.

What is claimed is:
 1. A method for obtaining shipping servicesinformation over a network by a call center receiving orders formerchandise, comprising: receiving instructions at the call center toaccess the shipping services information residing on a server;generating a request at the call center for the shipping servicesinformation for shipment of the merchandise; sending the request for theshipping services information to the server over the network; receivingat the call center the requested shipping services information from theserver over the network; and providing the shipping services informationby the call center to an operator for shipment of the merchandise. 2.The method of claim 1 wherein the shipping services information isprovided in a format to produce a label.
 3. The method of claim 2wherein the label includes merchandise return information thereon. 4.The method of claim 3 wherein the merchandise return informationincludes at least one of addressing information, barcode information,and return authorization number.
 5. The method of claim 3 wherein themerchandise return information includes an indication of pre-paidpostage.
 6. The method of claim 2 wherein the label includes shippinginformation thereon.
 7. The method of claim 6 wherein the shippinginformation includes at least one of addressing information, barcodeinformation, and an indication of pre-paid postage.
 8. The method ofclaim 1 wherein the call center is a retail telephone call center.
 9. Asystem for obtaining shipping services information over a network by acall center receiving orders for merchandise, comprising: means forreceiving instructions at the call center to generate requests to accessthe shipping services information residing on a server; means forgenerating a request at the call center for the shipping servicesinformation for shipment of the merchandise; means for sending therequest for the shipping services information to the server; means forreceiving at the call center the requested the shipping servicesinformation from the server; and means for providing the shippingservices information by the call center to an operator for shipment ofthe merchandise.
 10. The system of claim 9 further comprising means forproviding the shipping services information in the format of a label.11. The system of claim 9 further comprising means for printing theshipping services information.
 12. A method for obtaining shippingservices information over a network by a call center receiving ordersfor merchandise, wherein the shipping services information includes alabel, comprising: receiving instructions at the call center to accessthe shipping services information residing on a server; generating arequest at the call center for the shipping services information forshipment of the merchandise; sending the request for the shippingservices information to the server over the network; receiving at thecall center the requested shipping services information from the serverover the network; and providing the label by the call center to anoperator for shipment of the merchandise.
 13. The method of claim 12wherein the label includes merchandise return information thereon. 14.The method of claim 13 wherein the merchandise return informationincludes at least one of addressing information, barcode information,and return authorization number.
 15. The method of claim 13 wherein themerchandise return information includes an indication of pre-paidpostage.
 16. The method of claim 12 wherein the label includes shippinginformation thereon.
 17. The method of claim 16 wherein the shippinginformation includes at least one of addressing information, barcodeinformation, and an indication of pre-paid postage.
 18. The method ofclaim 12 wherein the call center is a retail telephone call center. 19.A system for providing shipping services information over a network to acall center receiving orders for merchandise, wherein the shippingservices information includes a label, comprising: means for receivinginstructions at the call center to access the shipping servicesinformation residing on a server; means for generating a request at thecall center for the shipping services information for shipment of themerchandise; means for sending the request for the shipping servicesinformation to the server over the network; means for receiving at thecall center the requested shipping services information from the serverover the network; and means for providing the label by the call centerto an operator for shipment of the merchandise.
 20. The system of claim19 further comprising means for providing the shipping servicesinformation in the format of a label.
 21. The system of claim 19 furthercomprising means for printing the label.
 22. A method for obtainingshipping services information over a network by a mail center, whereinthe shipping services information is in the format of a label andincludes postage thereon, comprising: receiving instructions at the mailcenter to access the shipping services information residing on a server;generating a request at the mail center for the shipping servicesinformation; sending the request for the shipping services informationto the server over the network; receiving at the mail center therequested shipping services information from the server over thenetwork; and providing the shipping services information by the mailcenter to a customer.
 23. The method of claim 22 wherein the labelincludes merchandise return information thereon.
 24. The method of claim23 wherein the merchandise return information includes at least one ofaddressing information, barcode information, and return authorizationnumber.
 25. The method of claim 22 wherein the label includes shippinginformation thereon.
 26. The method of claim 25 wherein the shippinginformation includes at least one of addressing information, and barcodeinformation.
 27. The method of claim 22 wherein the mail center is aback office mail center.
 28. A system for obtaining shipping servicesinformation over a network by a mail center, wherein the shippingservices information is in the format of a label and includes postagethereon, comprising: means for receiving instructions at the mail centerto access the shipping services information residing on a server; meansfor generating a request at the mail center for the shipping servicesinformation; means for sending the request for the shipping servicesinformation to the server over the network; means for receiving at themail center the requested shipping services information from the serverover the network; and means for providing the shipping servicesinformation by the mail center to a customer.